Gso Quality Of Service Lead

Teradata; Tijuana; Presencial; MXN 720,000 - 1,171,000; Jornada completa

Descripción de la vacante

A global data analytics company is seeking a Quality-of-Service analyst in Tijuana, Baja California. In this role, you will analyze customer support processes and provide oversight for operational improvements. Ideal candidates will possess a Bachelor's degree, effective communication skills, and data analysis capabilities. Experience with GSO operations is preferred. The position supports the organization's transformation efforts in enhancing service delivery and driving continuous process improvements.

Formación

• Bachelor's Degree or equivalent experience.
• Effective oral and written communications skills.
• Data analysis capabilities.

Responsabilidades

• Analyze customer support processes and workflows.
• Provide oversight of Global incident backlog and support practices.
• Consult on process improvements and support best practices.
• Define new support practices and workflows for GSO.
• Identify automation opportunities and lead change management efforts.
• Coordinate and deliver training sessions on new processes.
• Drive service quality and process improvement.

Conocimientos

Effective oral and written communications skills

Data analysis capabilities

Business acumen

Knowledge of GSO operations and support practices

Experience with computer hardware and software products

Educación

Bachelor's Degree or equivalent experience

Descripción del empleo

What We Do

The Teradata GSO provides 24x7 global support for all Teradata products. Along with incident management, we provide technical / functional knowledge necessary to resolve customer's problems.

What You'll Do

The Quality-of-Service analyst will work within the GSO Base team and redefine processes and practices throughout the GSO in support of transformation efforts to modernize the delivery of support and ensure operational efficiency. In this role, you will work closely with the frontline support resources as well as resources in other levels of support to gain a complete understanding of end-to-end GSO support operations and manage the design and implementation of new processes to drive lean problem management practices within the organization.

Key Responsibilities

• Analyze customer support processes and workflows (such as problem diagnosis and dump analysis practices) to identify first-hand customer service insights, challenges and opportunities; formulate requirements and use cases for service analytics.


• Provide oversight of Global incident backlog and drive efficiencies in the execution of support practices and IMP


• Provide GSO operations oversight and analysis to consult on process improvements and support best practices


• Defining new support practices and workflows for GSO to adapt to the implementation of new service analytics automation efforts.


• Work with GSO Product Support teams and SPMs to identify automations opportunities and lead change management efforts resulting from the impacts of automation


• Coordinate and deliver training sessions to drive timely adoption of new processes and best practices.


• Drive service quality and process improvement through continuous business process analysis

Basic Qualifications

• Effective oral and written communications skills.


• Bachelor's Degree or equivalent experience.


• Data analysis capabilities


• Knowledge of GSO operations and support practices


• Business acumen


• Experience with computer hardware and software products

Preferred Qualifications

• Knowledge of Support Center procedures and troubleshooting protocols.


• Knowledge of Lean Problem Solving


• ITL, and Six Sigma Certifications highly preferred